IBM Watson Work:: 2017 IBM Corporation

WatsonWorkLaunchSeriesDevelopingforWatsonWorkspaceMiguelEstradaSTSMWatsonWorkServicesDevelopment

MarcPagnierOfferingManager,CognitiveCollaboration

RafaelOsorioWorlwideWatsonWorkTechnicalSalesLeader

Chat Tools Evolution

Allowsuserstochatwithgroupsinreal-time.

ChatRoomToolswhichalloweduserstochatone-on-oneoringroups,exchangesfiles.

Security,SingleSign-On,ScalabilityforEnterpriseMarket.

EnterpriseIM

IMPlatforms

UCPlatformsToolsthatintegratechat,voice/audio,web&videoconferencing.

SocialChat

Allowuserstomessagefriendsonthesocialnetwork. MobileChat

Allowuserstosendtexts,pictures,video/audio–allforfree,appealingtoconsumerswhoaretiredofpayingforText/SMS.

EphemeralChat

Toolswherepicturesandvideosaretaken,shared,thendiscarded.

EnterprisePersistentChat

EnterprisecollaborationsofwareallowsteamstocommunicateeasilyandefficientlywithaGroupPersistentChat.

CognitiveConversationPlatform

Thissolutionallowsuserstoextractintelligencefromconversationsusingcognitiveplatforms.

WhatisWatson’sroleinWorkspace?Watson adds intelligence to your conversations

Managetheinformationoverload

Takeactionincontext

Workspace automaticallyhighlightskeyinsightsto

minimizelossoftimeandfocus

Workspace isacognitivemessagingapp.thatturnsthespotlightonthemostrelevant

conversations

WhatisWatson’sroleinWorkspace?Watson adds intelligence to your conversations

Usecognitiveintheappsthatyouuseeveryday

Understandyourbusinessconversations

Workspace API’s allow developers to inject cognitive capabilities into

other business apps

Workspace can be be trained to understand your business vernacular via the integration of Watson Conversation

Workspace builds up a cognitive & semantic rich graph so

developers can create apps that augment your conversations

Interactwithsmarterapps&

bots

Amessagingapp.withbuilt-incognitivecapabilities

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

Are you faced with information overload and pressured to be “on” all the time?

Workspace turns on spotlights across your conversations and surfaces the most relevant information so you can stay current

Turnthespotlightonwhatmatterswith“moments”

L

Mike Motler: What time works for everyone?

Sales Contract, New Service AgreementYESTERDAY 10:14 AM – 11:07 AM

Dan Asawa: I’ll schedule something for tomorrow

Heather Reeds: We also need to update the sales forecast spreadsheet

Action

Individualinsightsarebeingidentifiedand

promoted

Question

CommitmentParticipants

Momentsarelogicalgroupingsofconversations

Keywords

Pre-trainedintents(ex:actions)are

identified

Optionalcustomintents(ex:salesopportunities)– maintainedinWatson

Conversation–canalsobeidentified

Mike Motler: This is a new opportunity for our product.

Sales opportunity

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

Acognitivemessagingplatformtorunyourinteractiveapps

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

Do you find yourself being often interrupted in your work flow ?

Workspace automatically highlights key insights and allows users to take action in context to minimize loss of time and focus

Createengagingandcognitiveapps

Create an app. (bot)• Personalized user interactions and

dialogs

Make it cognitive• Bring your own training model from

Watson Conversation to identify custom intents (optional)

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

Identifying&takingactions(1/4)

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

1=thesystemautomaticallyunderlinesintents(ex:actions,customintents)

Identifying&takingactions(2/4)

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

2=theuserselectsanactionfromthesethatarebeing

recommendedbythesystem

Identifying&takingactions(3/4)

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

3=theuserdialogswiththebot/applicationandselectswhattosharewiththeteam

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

4=thesystemsharestheselectedmessageswiththe

team

Identifying&takingactions(4/4)

WatsonWork

Identifyingintents… howdoesthiswork?

Assoonasyoucreateanewmessage...

WorkspacecallsWatsonWorkAPI’s

Analyzesthemessageandthehistory

CallsotherWatsonservices(Conversation,

NLU)

ChecksforoptionalcustomintentsfromWatsonConversation

Storesthemessagecognitivedata

Workspaceunderlinestherelevantinsights

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

API’stoaddcognitivecollaborationoutsideofWorkspace

Headless services can be implemented natively or as plug-ins

Examples in productivity tools: Microsoft Outlook plug-in, Eclipse plug-ins, etc.

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

actions,questions,decisionsandcustomintentsinan

emailareidentified

Recommendedactionscanbetakenincontext

AfewideasforusingWorkspaceAPI’sinyourbusinessapps

• InsuranceclaimDataentrytriggersactionidentification.Summariesareusedbynewparticipants

• HealthservicesAtele-healthapplicationsummarizesconversationstoavoidunnecessaryERadmissionsfordiabetespatients

• CustomersupportAutomatedactionsandresponsesinemailshelpscustomerserviceexpediterequests

Recommended actions can be taken in context

actions, questions, and custom intents

are identified

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

Every message in Workspace can be automatically tagged with cognitive data:• What language is this ? • What sentiment has been

detected ?• Are there recognized entities

(ex: company, location) ?• Who is the subject in this

sentence ?

Anopencognitivegraphtoenrichyourapps

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

Cognitive annotations can help:• Developers create smarter apps

more quickly• Organizations better understand

their business (ex: trend analysis)

A few ideas:• Track sentiment in a conversation to

highlight changes in the tone• Translate messages in real-time• Monitor specific topics (ex: company

names) to trigger automated actions

Afewideasforyourapps

IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.

Yousoundupset.Doyouwantmetoescalatethisrequest?

WorkspacepositioningintheWatsonportfolio

Understandimagery, language, and other unstructured data like people

Learnwith each interaction to

continuously develop and sharpen expertise

Interactwith people: see, talk and

hear with humans in a relatable way

Reasonby forming hypotheses to infer and extract ideas.

IBMWatsonisasetofcognitivetechnologies

WatsonWorkspace• Built-incognitiveservices(ex:actions,summaries)optimizedandtrainedforcollaborationworkstreams

• Built-inconversationinterface(and3rdpartyplug-ins)

• Built-inrepositoryfortrendanalysis&personalization

• EnabledforcustomizationviaotherWatsontechnologies

Build withWatson

EnablecognitivecomputingfeaturesinyourappusingIBM

Watson’sLanguage,Vision,SpeechandDataAPI’s

ProductsWatson productsandappscanhelpilluminateinsightsandbringthepowerofcognitive

computingtoyourorganization

BuiltwithWatson

Storiesofhowcognitivecomputingistransforming

ourworld

IBMWatsonWorkspace

IBMWatsonWorkServices

IntegratewithApplications

TakeAction

EnrichwithInformation

InteractwithUsers

DetectIntent

LearnBusinessDialect

IdentifyTopics

Summarize

CognitiveAPIsUnderstandBusinessConversation

AppAPIsActionsforApplications

ConversationalCollaboration

Industries ApplicationsHealthcare,Retail,FinancialServices…

Email,Social,Voice/Video…Sales,Talent,Marketing…

Watson Work Platform Vision

OPTION

EXAMPLE

OFFERINGS WATSONWORKSPACEESSENTIALS(9/26)– peruserpermonth WATSONWORKSPACEESSENTIALS(9/26)– peruserpermonthWATSONWORKSERVICES(future)– otherusagemetrics

How to use the platform : two optionsCreatingAppstoextendWatsonWorkspace

Servicestoaddcognitiveandcollaborationtoyourownapps

What are Watson Work Services?

A set of cognitive services that understand conversations and context, surfaced through a rich set of APIs.

RESTAPIs Webhooks GraphQL

Spaces People Moments

Conversations Resources Focus

IBMWatsonWorkServicesPlatform

IBMWatson

How does Workspace work?

1SUBMIT A MESSAGEUsersendsamessageintoaspace

2COGNITIVE ANALYSIS

WorkspacesharesthemessagewithWatson

3MESSAGE CREATED

AppWebhookcalledformessagecreated

5ANNOTATION ADDEDAppWebhookcalledformessagecreated

4COGNITIVE ANNOTATIONAsynchronously,Watsonannotatesthemessage

WORKSPACEAPP

APP

WATSON

Watson Annotations

“This messages looks negative with a score of 0.898547”

(sentiment)

“This messages is a question: Where can I download the file?”

(focus - question)

“It appears the user is talking about sales opportunity, maybe he wants CRM Sales

information (action fulfillment)”

“There is a new moment starting here by John about - Site Vulnerability - with keywords: malicious, code, injection”

(moment)

“This messages is an action: Let’s talk about it offline” (focus –

action)

IBMWatsonWorkServices

ProgrammingModel

Theprogrammingmodeltodayisbasedontheconceptof"Apps"asparticipantsinaspecific

contextualconversationtointegratetheconversationintootherservicesandotherservices

intotheconversation.

Use cases to focus

• Awareness. Reflecting in a conversation incidents, events, etc taking place:

• a sale is closed

• a trouble ticket is opened

• Efficiency. Taking action in external systems from within a conversation helps maintain focus:

• query sales opportunities

• open a trouble ticket

• Intelligence. Detecting possible actions and making suggestions:

• A customer support conversation might require escalation based on tone, how many open

questions are detected, etc.

What can Apps do in IBM Watson Workspace?

1. Contribute content to conversations: Messages, files, and annotations on messages based on events taking place outside a conversation: A sale is closed

2. Listen to conversations in real time and act based on their content using Watson Natural Language Conversation and classification capabilities. Acting includes initiating flows to fulfill intended actions inferred from conversations or explicitly being called by users via slash commands

Detect and query report on information from outside the conversation: opportunities for a client

3. Read conversation cognitive analysis such as summarizations

4. Read space attributes such as title, membership changes, dates

Ensure the right participants are engaged conversation

Contribute content to conversations

1.via GraphQL mutations

1. createSpace

2. addSpaceMembers /removeSpaceMembers

3. createMessage (beta)

4. createTargetedMessage (beta)

5. addMessageFocus (beta)

2.via REST APIs

1. POST/v1/spaces/{spaceId}/messages(prefernewCreateMessage)

2. POST/v1/spaces/{spaceId}/files

Listen to conversations in real time

Listen to conversations in real time: Scenarios

1. Take action in external system

2. Analyze and annotate ongoing conversation with detected intents and actions

3. Converse privately with end user and contribute outcome back into to the main conversation:

1. Viauserexecutingsuggestedactionsonamessage

2. Viaanexplicit/command

4. Take action inside IBM Watson Workspace

1. Contributecontenttocurrentorotherconversations

2. Makeparticipantchanges(i.e.inviteothers)

Action Fulfillment Flow

1. Identify intents and associated possible actions to take on messages

2. User initiates/triggers flow either via clicking on message or via /command if an explicit action independent of specific message is requested

3. Client provides Action Fulfillment UI area

4. App responds to flow via messages targeted exclusively to this user containing text, Cards and buttons

5. User can respond back to App via clicks on buttons (more ways to respond are planned…)

6. App and/or user can still contribute to main conversation

7. User ends flow by closing Action Fulfillment UI area

• Tutorial: https://developer.watsonwork.ibm.com/docs#action-fulfillment

Read Conversation Cognitive Analysis1. Moment(beta)

App Identity

• Create Apps that listen and contribute messages with their own identity.

• Create Apps that leverage OAuth2 to authorize as a user.

Moredetailsinsession4-17 :ThreeexampleintegrationsusingWatsonWorkspace

Learning the Programming Model

Docshttps://developer.watsonwork.ibm.com/

APIExplorerhttps://developer.watsonwork.ibm.com

/tools/graphqlOpenSource

https://github.com/watsonwork

RegisteringApp

CodingAppsbasedonAPIs

HostingApps

• Iflisteningtoeventsinrealtime

DiscoveryofApps

• SharingApps;• Submissionforreviewandpublishingincatalog;

Provisioning

• Authorizing(addingtoSpace)• ConfiguringAppstoactinaSpaceconversationand/orauthorizinganApptoactasuserwithareducedscopeofpermissions

Implementing the Programming Model

Five Key Points

• Focus on workspace.ibm.com extensibility via Apps now

• Apps can use and benefit from IBM Cognitive services for Summarization, Natural Language Processing and Natural Language Classification

• Apps add value to a conversation via content contributions and message analysis via focus annotations optionally utilizing individual Action Fulfillment work flows with its users

• Apps derive value from a conversations and spaces via web-hooks

• Apps do not extend IBM Watson Workspace UI, rather UI is coded to react to Apps contributions and to user gestures